Client Engagement Coordinator - Sunroad Auto Shared Services Inc.

Client Engagement Coordinator - Sunroad Auto Shared Services Inc.

Job Summary:        

The Client Engagement Coordinator handles inbound service reservation calls, confirms service reservations, performs outbound follow-up calls as needed.  

Responsibilities:

• Promptly and professionally answer inbound calls with the goal of providing an exceptional client experience resulting in a scheduled reservation with the service team.
• Master and follow all training materials including inbound service call guides and Strategic Responses (word tracks) in order to accurately answer all guest’s questions.
• Make outbound calls for due and overdue service clients, Special Order Parts (SOP) notifications and “we owes” scheduling calls.
• Keep current with service specials, all direct mail pieces, and recall notices from the manufacturer.
• Using the Blueprint KnowledgeDrive™ to search for answer(s) to guest’s questions prior to transferring the phone call to a Service Advisor. 
• Being punctual to work and when departing and returning from lunch and breaks, with a full adherence to set schedule.
• Following the “Call Center Representative Policies and Procedures” manual.
• Must complete the ServiceMastery™ certification training with a minimum score of 85%. Service Coordinators must attend 100% of the certification training, which is four consecutive days. 

Education and Experience:

• Minimum of 2 years of Call Center Experience.
• High school diploma or equivalent required

Required Skills/Abilities:

• Bilingual Spanish preferred, not required
• Experience using software to build and maintain complex forecasting models.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.
  
  

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.